Overview
Urgency level defined on the Support tickets would help us prioritise and respond to issues more effectively. Our support team is available 24/5, and we have internal urgent notifications set up to address critical issues with the urgency they require over the weekend as well.
Urgent issues include:
- Service is down and affecting multiple users’ experience
- Failure in synchronising data across multiple products
- Prices are not updating, although data is being submitted to Klevu
- Images not loading
- Performance issue, slowness in search results
- Key KMC features: VM (search and cat-nav) are not accessible
- Random issue with product rendering
Submitting an Urgent Ticket
To utilise the Urgent Support for high-priority situations, our customers can submit an urgent ticket by following 2 different ways:
-
Visit
https://help.klevu.com/support/home
-
Click on the
"Submit a Ticket" button
in the upper right-hand corner of the page.
- Fill out the relevant sections of the form.
- Provide as much helpful information as possible, including a description of the issue, links to pages where this issue can be viewed, and screenshots or recordings if applicable.
- Be sure to include the word "Urgent" in the Subject line to trigger the notification on the Klevu Support end.
-
Click on the
"Submit a Ticket" button
in the upper right-hand corner of the page.
2. Send an email to support@klevu.com with the word “Urgent“ in the subject line.